Workflows(New)
This article explains how to create a workflow, configure its settings, and track its performance.
Things to know before starting
- A workflow is an automated customer journey built on a visual canvas from three block categories: triggers that start or continue the journey, conditions that define the contact's path, and actions performed on the contact.
- Each workflow works with one contact list, selected when the workflow is created.
- Access to specific workflow blocks may be limited based on the current pricing plan.
- Every workflow must begin with exactly one starting trigger. This first trigger is mandatory and also serves as the workflow's entry point: contacts enter the journey only through it, when the trigger event occurs. Additional triggers can be placed later in the sequence, but only after an action.
- Every workflow must end with the "Completed" block, without exceptions. This block marks the successful end of the journey for a contact.
- The "Drop off" block removes a contact from the workflow when needed, for example when the contact no longer matches the journey's goal.
- A single trigger or condition block can be followed by multiple action blocks placed sequentially, one after another.
- Each block can have multiple inputs but only one output. The only exceptions are special blocks designed to separate a group of contacts into several paths (for example, a filter with TRUE and FALSE paths, or split blocks).
- The output of any block can be connected to the input of any other block, so blocks can loop. Plan the sequence carefully to avoid logic errors and endless loops.
- The re-entry setting defines whether a contact can pass through the workflow more than once. If re-entry is disabled, a contact enters the workflow only once, unless it is removed from the contact list and added again.
- Important! A contact enters the workflow only if the workflow is launched and the trigger event happens after the launch. For example, contacts that joined a segment before the workflow was started won't enter it, unless the "Also run for contacts already in this segment" option is enabled in the segment trigger.
- Segments used in workflows are recalculated periodically, and a final compliance check is performed automatically before each message is sent. More details are available in the Segments article.
- A detailed description of every block is available in the dedicated articles for each category. Managing existing workflows is covered in the Workflows management article.
Step-by-step instructions
Select the appropriate domain from the drop-down menu in the lower-left corner if multiple domains are active.
Navigate to the "Outbound" section.
Click the "Workflows" button.
Click the "Create" button.
Enter a unique name for the workflow and select the target contact list from the drop-down menu. Add a description if needed.
Select the re-entry checkbox to allow contacts to enter the workflow multiple times, if needed.
Click the "Go to canvas" button to open the workspace.
On the first visit, a pop-up with basic instructions for working with the workflow builder appears. Read it or close it to continue.
Select the first trigger block. This step is strictly required for every new workflow: the first trigger defines what starts the journey and serves as its entry point. Define its settings to determine which event adds contacts to the workflow.
Expand the "Conditions" tab and drag logic blocks onto the workspace to branch, delay, or split the journey.
Expand the "Actions" tab and drag the actions to perform onto the workspace.
Configure each block, for example by selecting a template, setting a delay, or defining filter criteria.
Add the "Drop off" block wherever contacts need to be removed from the workflow.
End the workflow with the "Completed" block.
Connect the blocks by dragging lines from outputs to inputs to establish the sequence.
Save the workflow and launch it.
Workflow settings
Click the gear icon on the workflow canvas.
A pop-up with the workflow settings opens.
Change the workflow name, if needed.
Add or edit the workflow description.
Select or clear the re-entry checkbox to allow or forbid contacts to enter the workflow more than once.
Turn helper tooltips on or off. Tooltips show hints about blocks and actions while working on the canvas.
Turn the block deletion confirmation on or off. When it is on, a confirmation is required before a block is removed from the canvas, which helps prevent accidental deletion.
Statistics mode
Statistics mode shows performance analytics directly on the canvas, for each block in the workflow. It becomes available once the workflow has collected data.
For each block, statistics mode can display.
Entries: how many contacts have reached the block.
Completed: how many contacts have passed the block, for example how many messages were sent or how many contacts went through a condition.
In queue: how many contacts are currently waiting in the block, for example in a "Wait" block.
Paths: for blocks that separate contacts, how many contacts went down each path.
Other metrics: depending on the block type, additional block-specific metrics may be shown.
Statistics mode helps to spot where contacts drop off, which paths perform better, and whether any block is holding contacts longer than expected.
